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How Chatbots Will Change The Way Companies Interact With Customers?

February 26, 2018 by Pooja Tapkir

We know that artificial intelligence (AI) will change business. Well, it looks like chatbots might be the first stand to revolutionize the way customers interact with companies. As it becomes easier to leverage advances in AI, more and more companies are turning to chatbots. This is only to help the customer find what they want, get the help they need or even schedule or service.

Customer relationship management

With the advancement of mobile technologies, the consumer expects greater responsiveness from companies round the clock. Bands are therefore expected to serve better customer relationship management (CRM) across various channels. Chatbots, in turn, provides the opportunity to make your business easier to interact with.

What Are Chatbots?

A chatbot is a program that communicates with a user via text. It understands some or all of what the user is saying and thereby responding. Above all, it needs to have access to information that includes your calendar, your inventory, your FAQs etc. A chatbot doesn’t necessarily need to have AI. However, it saves a lot of work and aggravation.

Chatbots

Not to mention, the most important thing to understand about chatbots is that regardless of their level of sophistication they’re still a user interface. They’re a way for a user to get information or perhaps performs an action.

Chatbots And Humans

A perfect CRM takes consists of an ideal relationship between chatbots and humans. The bottom line is that when a customer reaches the Pinnacle of frustration, a just automated response will not do. There will undoubtedly be certain situations for which chatbots aren’t trained. So in the first place, companies need to decide as to which situations work best for automation and which situation requires human intervention.

Human responses are vital in preparing chatbots to respond to the “tougher queries”. Interactions between representatives and customers offer an inventory of answers for bots to learn from. This knowledge can systematically amplify the bot’s ability over the course of time.

How Chatbots Technology Affect CRM?

In the last couple of years alone, the use of chatbot enhanced customer support has been on the rise. Mostly because of it allows businesses to identify and resolve customer grievances through messaging services. Chatbots offer the customers a personalized experience with the company.

Here are a few ways in which chatbots will change the CRM in the near future.

1. Chatbots As Sales Staff

Chatbot part of sales team

Firms such as Conversia are developing chatbots that mimic how’d human respond to email conversations. Finally, turning these AI assistants into a part of the sales team.

2. Automatic Social Media Interaction

We know that social CRM works by directly facing questions and giving quick responses on social media channels. Chatbots are definitely able to raise the level of customer interactions through social media channels.

Now both, the companies itself and the smaller firms are automating social channels for business. This will have a big impact on CRM systems that support customer service functionally.

Marlena Jia, the chief operating officer for Topbots says, “Social care is being augmented with AI. Consequently, brands are able to use AI enhanced bots to communicate with users on these social media platforms.”

3. CRM Access To More Channels

Chatbot for Dynamic CRM

This technology will push CRM access even further. It will enable the employees and even customers to access the system directly by voice or text-based communication channels.

In the very near future, users will be able to talk with the CRM system instead of querying it. In addition, they will get to ask questions and get quick responses. Given that the CRM systems are not known for their user-friendliness, this could be huge.

4. Routing And Directly Handling Customer Interactions

Apart from ensuring direct interaction with the customer, chatbots will be able to pass the complex requests onto live agents. “Increasingly, our digital interactions will be with virtual assistants,” said Des Cahill, vice president and head CX – an evangelist for the business software maker, Oracle.

These VA’s can triage our requests. Is it simple? The VA can handle it. Is it complex? Push the conversation to a human. Hence, no more simple requests for live support staff. Instead, let the bots handle it.

5. Improved Efficiency

Finally, a fifth way that this technology will change CRM is by making the systems much more efficient. As we know, chatbots can triage customer interactions and serve only the most challenging to live agents. This makes the business more efficient at customer interactions. Because of it, CRM will shift from a storehouse of customer information to a tool for better engagement.

Improving Efficiency

According to Cahill, “AI-powered intelligent chatbots will enable companies to have a much higher capacity for productive interaction with their customers. No more time spent waiting on hold. If even 30% calls can be handled by this tech, that frees up service agent capacity to concentrate on solving the more difficult cases.”

At this point, bot technology is certainly headed in the right direction. But there is a long way to go in achieving the level of perfection that customers expect.

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